CN112581701A - Integrated intelligent customer service center - Google Patents
Integrated intelligent customer service center Download PDFInfo
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- CN112581701A CN112581701A CN202011300889.7A CN202011300889A CN112581701A CN 112581701 A CN112581701 A CN 112581701A CN 202011300889 A CN202011300889 A CN 202011300889A CN 112581701 A CN112581701 A CN 112581701A
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07F—COIN-FREED OR LIKE APPARATUS
- G07F17/00—Coin-freed apparatus for hiring articles; Coin-freed facilities or services
- G07F17/42—Coin-freed apparatus for hiring articles; Coin-freed facilities or services for ticket printing or like apparatus, e.g. apparatus for dispensing of printed paper tickets or payment cards
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07B—TICKET-ISSUING APPARATUS; FARE-REGISTERING APPARATUS; FRANKING APPARATUS
- G07B1/00—Machines for printing and issuing tickets
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07B—TICKET-ISSUING APPARATUS; FARE-REGISTERING APPARATUS; FRANKING APPARATUS
- G07B5/00—Details of, or auxiliary devices for, ticket-issuing machines
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Abstract
The invention discloses an integrated intelligent customer service center, which comprises: the intelligent customer service terminals are connected with the station service personnel operation terminals through the protective railings; the station staff operation terminal is used for the station staff to perform ticket business processing; the intelligent customer service terminal is used for providing self-service for passengers; the intelligent customer service terminal includes: the passenger service awakening module is used for acquiring voice information and image information when a passenger approaches; the main control module is connected with the passenger service awakening module and generates a starting working signal when acquiring voice information and image information; and the intelligent processing module is connected with the main control module and is used for starting the collection of the passenger problem information when acquiring the voice information or/and implementing the image information, identifying the problem information and calling and playing the response information matched with the problem information. The intelligent customer service terminal and the station service personnel operation terminal are integrated into a whole, so that the station operation cost is greatly reduced.
Description
Technical Field
The invention belongs to the technical field of rail transit service equipment, and particularly relates to an integrated intelligent customer service center.
Background
In traditional rail transit customer service center (be ticket pavilion) establish box-office ticket machine (BOM), the constitution of BOM includes: the system comprises a station attendant operating terminal, a reader-writer, a printer and a passenger display screen. The customer service center needs to be equipped with a station attendant to provide the following services for the passengers: customer service inquiry: if the passenger has a consultation question, the passenger needs to directly inquire the passenger in the customer service center in person, and the passenger gives back a consultation response in a verbal form.
However, the following disadvantages occur in the above manner: 1. the reply of the customer service inquiry is difficult to standardize, the quality of the customer service inquiry reply depends on the station staff, and the service quality is poor; 2. the traditional customer service center needs the station staff to stay, and arranges a plurality of shift shifts every day, so that a large amount of passengers can queue up when the passenger flow of the station is large, the workload of the station staff is large, and the manpower of the station staff is idle when the passenger flow of the station is small.
Disclosure of Invention
In order to overcome the technical defects, the invention provides an integrated intelligent customer service center which can improve the service quality.
In order to solve the problems, the invention is realized according to the following technical scheme:
an integrated intelligent customer service center comprising:
the intelligent customer service terminals are connected with the station service personnel operation terminals through protective guards to form a space capable of accommodating the operation of the station service personnel;
the station staff operation terminal is used for the station staff to perform ticket business processing;
the intelligent customer service terminal is used for providing self-service for passengers;
the intelligent customer service terminal comprises:
the passenger service awakening module is used for acquiring voice information and image information when a passenger approaches;
the main control module is connected with the passenger service awakening module and generates a starting working signal when the voice information and the image information are acquired;
and the intelligent processing module is connected with the main control module and used for starting the collection of the passenger problem information when the voice information or/and the image information are obtained, identifying the problem information and calling and playing the response information matched with the problem information.
As a further improvement of the present invention, the passenger service wake-up module comprises:
the microphone is used for acquiring the voice information;
the voice awakening camera is connected with the microphone, is started when the voice information is acquired, and acquires the image information;
and the face recognition camera is used for acquiring the image information when a passenger approaches.
As a further improvement of the present invention, the present invention further includes an authorization service module, connected to the intelligent customer service terminal, for sending a manual processing signal to the intelligent customer service terminal, where the manual processing signal is sent by a passenger, or the manual processing signal is sent when the intelligent processing module cannot match the response information corresponding to the voice information;
the main control module is also connected with a background net intelligent artificial customer service system, and the background net intelligent artificial customer service system and the intelligent customer service terminal carry out information interaction according to the artificial processing signal.
As a further improvement, the invention also comprises a self-service ticket service module which is connected with the main control module and is used for providing self-service for passengers.
As a further improvement of the present invention, the self-service ticket service module includes:
the reader-writer is connected with the main control module and used for acquiring ticket information and sending the ticket information to the main control module, wherein the ticket information comprises: the reader-writer is also used for carrying out ticket business processing on the ticket;
the reader/writer includes:
the ticket recharging unit is used for recharging the ticket;
the ticket delay transaction unit is used for changing the valid period of the ticket according to the valid period;
the ticket refund processing unit is used for carrying out refund processing according to the ticket state;
and the ticket supplementing unit is used for supplementing the ticket according to the balance of the ticket and the ticket state.
As a further improvement of the present invention, the self-service ticket service module further includes a printing unit, connected to the main control module, for performing electronic printing according to the ticket information and sending an electronic invoice to the main control module, where the main control module sends the invoice to a mobile phone APP, a wechat applet, or an email.
As a further improvement, the invention also comprises a touchable display screen which is connected with the main control module and displays an operation interface for passengers to operate according to the opening work signal, and the touchable display screen is also used for displaying the ticket information.
As a further improvement of the present invention, the present invention further includes a real-name system registration module, which includes:
the photographing camera is used for acquiring the face image information of the passenger;
a finger vein unit for acquiring vein information of a passenger;
the main control module is connected with the photographing camera, the finger vein unit and a third party real-name authentication system, and is used for carrying out real-name verification according to the face image information and binding the face image information, the vein information and a passenger fee deduction account.
As a further improvement, the invention further comprises a maintenance display screen which is connected with the main control module and used for providing human-computer interaction for maintenance personnel to maintain the equipment in the maintenance mode.
As a further improvement of the invention, the invention also comprises: the cash processing module is connected with the main control module, identifies and receives cash under the control of the main control module, or returns the cash under the control of the main control module;
and the single-pass ticket recycling module is connected with the main control module and is used for returning or supplementing the single-pass tickets.
Compared with the prior art, the invention has the following beneficial effects: integrate intelligent customer service terminal and station service personnel operation terminal as an organic whole, every station is equipped with integral type intelligence customer service center, need not to be equipped with including the station service personnel, the passenger can select to select self-service, to some passenger flow volume subway station, can improve the efficiency of ticket business processing, promote the experience of subway station, still can reduce the station service personnel of being equipped with in the station, intelligent customer service terminal is through setting up intelligent processing module, adopt intelligent voice response, can solve most conventional problem answer of passenger, the artifical communication cost of customer service consultation has been reduced, reducible station service personnel ratio, optimize station manpower resources configuration, greatly reduced station operation cost.
Drawings
Embodiments of the invention are described in further detail below with reference to the attached drawing figures, wherein:
fig. 1 is a schematic structural diagram of an integrated intelligent customer service center according to embodiment 1;
FIG. 2 is another schematic structural diagram of the integrated intelligent customer service center according to embodiment 1;
fig. 3 is a schematic structural diagram of the intelligent customer service terminal according to embodiment 1;
fig. 4 is another schematic structural diagram of the intelligent customer service terminal according to embodiment 1;
fig. 5 is a schematic diagram of module connection of the intelligent customer service terminal according to embodiment 1.
Description of the labeling: 1. an intelligent customer service terminal; 11. a passenger service wake-up module; 11001. a microphone; 11002. the camera is awakened by voice; 11003. a face recognition camera; 12. a main control module; 13. an intelligent processing module; 1301. a voice unit; 1302. a horn; 14. a self-service ticketing service module; 1401. a reader/writer; 1402. a ticket recharging unit; 1403. a ticket delay transaction unit; 1404. a ticket refund transaction unit; 1405. a ticket supplementing unit; 15. a printing unit; 16. a touchable display screen; 17. a real-name system registration module; 1701. a camera for taking a picture; 1702. a finger vein unit; 18. maintaining the display screen; 19. a cash processing module; 1901. a coin processing unit; 19011. a coin recycling bin; 1902. a paper money processing unit; 110. a one-way ticket recycling module; 1101. a one-way ticket recycling bin; 111. a power supply module; 112. a housing; 113. a two-dimensional code scanning module; 114. one-way ticket refunding and coin change making pockets; 2. a station staff operation terminal; 21. a touchable display; 22. the keyboard tray can be pulled out; 23. a ticket card swiping area; 3. protecting the fence; 5. a tempered glass safety door; 6. an intelligent entrance guard card swiping area of the safety door; 7. a storage cabinet; 8. a drawer; and 9, an electric control cabinet.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
Example 1
This embodiment provides an intelligent customer service center of integral type, as shown in fig. 1 and fig. 3, two intelligent customer service terminals 1 and a station service personnel operation terminal 2, intelligent customer service terminal 1 and station service personnel operation terminal 2 pass through rail guard 3 and connect for form a space that can supply station service personnel to operate including in the whole intelligent customer service system of integration, station service personnel operation terminal 2 is used for supplying station service personnel to carry out ticket business and handles, such as the ticket refund, mend the ticket etc., intelligent customer service terminal 1 is used for providing self-service for the passenger, include: voice consultation service, self-service ticket buying service, ticket supplementing service, real-name system authentication service, ticket recharging service, ticket refunding service and the like.
Specifically, as shown in fig. 3 to 5, the intelligent customer service terminal 1 includes: the passenger service awakening system comprises a passenger service awakening module 11, a main control module 12 and an intelligent processing module 13, wherein the passenger service awakening module 11 is used for acquiring voice information and image information when a passenger approaches; the main control module 12 is connected with the passenger service awakening module 11 and generates a starting working signal when acquiring voice information and image information; the intelligent processing module 13 is connected to the main control module 12, and is configured to start collecting passenger question information, identify question information, and call and play response information matched with the question information when acquiring voice information or/and implementing image information.
Specifically, as shown in fig. 5, the passenger service wake-up module 11 includes: the device comprises a microphone 11001, a voice awakening camera 11002 and a face recognition camera 11003, wherein the microphone 11001 is used for acquiring voice information; the voice wake-up camera 11002 is connected with a microphone 11001, is started when voice information is acquired, and acquires image information; the face recognition camera 11003 is used for acquiring image information when a passenger approaches and awakening the integrated intelligent customer service system when the passenger approaches, so that the integrated intelligent customer service system is more intelligent.
When the intelligent processing device is used, a passenger can directly speak a consultation problem through the microphone 11001 of the device, the device preferentially calls the intelligent processing module 3 to carry out intelligent response aiming at the question of the passenger, the passenger speaks the question and then the microphone 11001 collects the voice of the passenger, the passenger question is understood through the technologies of voice recognition, semantic understanding and the like, the intention of the passenger is accurately recognized, the corresponding answer is searched from the intelligent processing module 3, the voice is generated through the voice synthesis technology and fed back to the passenger, and the voice is played through the loudspeaker 1302.
In the above embodiment, the integrated intelligent customer service center further includes an authorization service module, which is connected to the intelligent customer service terminal 1 and is used to send a manual processing signal to the intelligent customer service terminal 1, and the intelligent customer service terminal 1 pushes the manual processing signal to the station attendant handheld terminal, where the manual processing signal is sent by the passenger through the intelligent customer service terminal 1, or the manual processing signal is sent by the intelligent customer service terminal 1 when the intelligent processing module 13 cannot match the response information corresponding to the voice information, that is, in the process of passenger intelligent customer service inquiry, the station attendant site is really required to be manually intervened and processed according to the service rule, the intelligent customer service terminal 1 sends the manual processing signal to the station attendant handheld terminal, and the adjacent station attendant responds on the handheld terminal and goes to the site for processing.
In addition, the main control module 12 is further connected with a background network intelligent artificial customer service system, and performs information interaction with the background network intelligent artificial customer service system according to a manual processing signal, when the intelligent processing module 13 cannot answer a passenger question, the passenger can further select to call a background network intelligent customer service seat to realize audio/video artificial customer service interaction, the intelligent customer service terminal 1 acquires passenger audio through the microphone 11001, shoots the passenger through the face recognition camera 11003, the passenger video is transmitted to the background customer service seat terminal in real time, the intelligent customer service terminal 1 calls the registration information (if any) of the passenger through face recognition, and the background system or the customer service seat is assisted to judge the category of the passenger, so as to optimize response and perform value-added service push. The passenger can receive the guidance of the customer service representative to carry out self-service operation of the equipment, or realize services such as inquiry, complaint and the like to the customer service representative. When the intelligent customer service terminal 1 and the background network intelligent system carry out audio-video interaction, the passenger display screen remote desktop of the intelligent customer service terminal 1 can be shared to the background seat interface, and the module information and the passenger operation information of the intelligent customer service terminal 1 can be uploaded in real time, so that a customer service representative can fully know the current operation of a passenger.
In order to further improve the functions of the integrated intelligent customer service center and reduce the workload of station staff, the intelligent customer service terminal 1 further comprises a self-service ticketing service module 14 which is connected with the main control module 12 and used for providing self-service services for passengers, and the self-service ticketing service module 4 comprises payment-oriented services and non-payment services according to ticketing processing rules.
Specifically, the self-service ticket service module 14 includes: the system comprises a reader 1401, a ticket recharging unit 1402, a ticket delay transaction unit 1403, a ticket refund transaction unit 1404 and a ticket supplementing unit 1405, wherein the reader 1401 is connected with a main control module 12 and is used for acquiring ticket information and sending the ticket information to the main control module 12, and the ticket information comprises: the ticket balance, the ticket status and the validity period, and the ticket comprises: diversified ticket types such as entity tickets, credit cards, mobile phone two-dimensional codes and the like; the reader 1401 is also used for performing ticket processing on a ticket, and includes: a ticket recharging unit 1402 for recharging a ticket; a ticket delay transaction unit 1403, configured to change the validity period of the ticket according to the validity period; the ticket refund transaction unit 1404 is configured to perform refund processing according to the status of the ticket; the ticket supplementing unit 1405 is configured to supplement the ticket according to the balance of the ticket and the status of the ticket, and in order to implement the two-dimensional code ticket in cooperation with the mobile phone, the intelligent customer service terminal 1 is further provided with the two-dimensional code scanning module 113.
In the process of ticketing service, a station clerk needs to contact cash, tickets and the like, so that errors in collection and change are easily caused, and the ticketing benefit and the service quality are influenced; when settlement is carried out, checking of money bills and the like is required, the workload is large, and the self-service ticketing service module 4 is arranged, so that passengers can realize independent ticketing service.
The following explains the embodiment with reference to the specific implementation process of each function of the self-service ticket service module 14:
1. recharging and transacting the ticket: when the passenger needs to recharge the ticket, the passenger puts the ticket on the reader 1401 by himself or reads the passenger's associated ticket account by swiping the face through the face recognition camera 11003, and the passenger is prompted by the display screen to recharge the ticket in cash or non-cash form. If the cash form is adopted, the passenger needs to put the paper money into the paper money processing module, and if the cash form is not adopted, the passenger scans the two-dimensional code of the screen through the mobile phone or brings the two-dimensional code of the mobile phone close to the two-dimensional code scanning module 13 for payment.
2. And (3) delayed ticket transaction: for the ticket types such as student tickets, preferential tickets for the old, free tickets for the old and the like, ticket delay operation is required to be carried out on equipment regularly according to the validity period set by the system. The passenger puts the ticket on the reader 1401 by himself or analyzes the ticket, or swipes the face through the face recognition camera 11003 to read the ticket account associated with the passenger, the device informs the station staff to intervene, and the ticket is delayed after the authorization of the station staff is confirmed.
3. And (3) ticket refund handling: the passenger puts the ticket on the reader 1401 by himself to analyze the ticket, puts the ticket to be refunded into the ticket recovery port, if the main control module 12 judges that the refund processing is performed according with the refund requirement of the ticket rule, the refund amount is returned to the passenger on the original route.
4: and (3) ticket supplementing treatment: when the passenger encounters the ticket service problem, the passenger puts the ticket on the reader-writer 401 by himself for ticket analysis, or swipes the face through the face recognition camera 11003 to read the passenger's associated ticket account, if the ticket is abnormal, the passenger can select cash form or non-cash form for additional ticket processing. If the cash form is adopted, the passenger needs to put the paper money into the coin slot, and if the cash form is not adopted, the passenger scans the two-dimensional code of the screen through the mobile phone or makes the two-dimensional code of the mobile phone close to the two-dimensional code reading head of the device to pay so as to finish ticket replenishment.
In the above embodiment, the self-service ticket service module 14 further includes a printing unit 15, which is connected to the main control module 12, and is configured to perform electronic printing according to the ticket information and send an electronic invoice to the main control module 12, where the main control module 12 sends the invoice to the mobile phone APP, the WeChat applet or the electronic mailbox, specifically, the passenger needs to perform the following operations: the passenger puts the ticket on the reader 1401 by himself to analyze the ticket, or the face recognition camera 11003 swipes the face to read the ticket account associated with the passenger, and generates the electronic invoice according to the ticket travel record by inquiring the corresponding ticket travel record of the clearing background.
In order to provide better human-computer interaction experience for passengers, the intelligent customer service terminal 1 further comprises a touch display screen 16, as shown in fig. 2, the touch display screen 16 is connected with the main control module 12, and displays an operation interface for passengers to operate according to the opening work signal, the operation interface may comprise text prompts and guide pictures, the touch display screen 16 is further used for displaying ticket information, and manual operation of a station clerk in the customer service center in a traditional mode is changed into self-service operation of the passengers on an interface facing the passengers through the touch display screen 16.
Specifically, the touchable display screen 16 is started to work through the passenger service awakening module 11, when passenger self-service is not started, the touchable display screen 16 is used for displaying operation information, operation notice, emergency information, station information graphic representation, network passenger flow information, train arrival information, date and time, weather dynamic, advertisement and the like, when a passenger is identified to approach, the touchable display screen 16 stops playing the advertisement, the functional interface of passenger information display and passenger self-service is switched to be operated by the passenger, in the process of self-service ticket service, the touchable display screen 6 can display ticket information, including ticket balance, ticket state, validity period, transaction record and the like, and can also display ticket supplementing prompt, recharged ticket information and delayed ticket information, the passenger can select on the touchable display screen 16, in addition, in the invoice printing service, the range of invoices may be selected via the touchable display screen 16.
Furthermore, the intelligent customer service terminal 1 has functions of in-station navigation and out-station navigation, so that passengers can inquire places inside and outside the station through the touch display screen 16, such as places inside the station and at a place outside the station, and the touch display screen 16 can display navigation information for the passengers.
In the above embodiment, the intelligent customer service terminal 1 further includes a real-name registration module 17, including: the main control module 12 is connected with the photographing camera 1701, the finger vein unit 1702 and a third-party real-name authentication system, and is used for carrying out real-name authentication according to the facial image information, binding the facial image information and the vein information with a passenger fee deduction account number, and inputting more passenger information during passenger real-name registration by adding the finger vein module, so that the application of real-name ticketing is more accurate.
In the above embodiment, the intelligent customer service terminal 1 further includes a maintenance display screen 18 connected to the main control module 12, and configured to provide human-computer interaction for maintenance personnel to maintain the equipment in the maintenance mode, such as adding coins to the coin processing module, clearing coins, replacing the coin recycling bin 19011, clearing coins to the banknote processing module, replacing the banknote cashbox, replacing the one-way ticket recycling bin 1101, and the like.
In the above embodiment, the intelligent customer service terminal 1 further includes: the cash processing module 19 is connected with the main control module 12, and identifies and receives cash under the control of the main control module 2, or returns cash under the control of the main control module 12; wherein the cash processing module 19 includes: the coin processing unit 1901 and the paper money processing unit 1902, the coin processing module connects with the coin recovery box 19011, the coin processing unit 1901 mainly functions as receiving, discerning the coin, the coin makes change or coin refund, meet the coin pay and coin refund when the passenger refunds the ticket while charging or supplementing the ticket of passenger; the banknote processing unit 902 mainly functions to receive and identify banknotes, and satisfy banknote payment when a passenger charges or supplements a ticket. The one-way ticket recycling module 110 is connected with the main control module 12 and is used for returning or supplementing one-way tickets, when passengers return one-way tickets, the one-way tickets meeting the conditions are recycled into the one-way ticket recycling box 1101, and the coin module refunds coins for the passengers; returning the one-way tickets which do not meet the conditions to the passengers; when the passenger makes a one-way ticket compensation, the passenger pays the full amount, and then the one-way ticket is recovered to the one-way ticket recovery box 1101, the printer prints out the paper two-dimensional code to the passenger, and the passenger scans the code on the ticket checker by holding the paper two-dimensional code and goes out of the station.
In this embodiment, the passenger service wake-up module 11, the main control module 12, the intelligent processing module 13, the self-service ticket service module 14, the printing unit 15, the touch-type display screen 16, the real-name registration module 17, the maintenance display screen 18, the cash processing module 19, the one-way ticket recycling module 110, and the two-dimensional code scanning module 113 are all powered by the power module 111.
Further, the station staff operation terminal 2 includes: the rotatable touchable display 21, the drawable keyboard tray 22 and the ticket card swiping area 23, when the rotatable touchable display 21 is used, the angle of the touchable display 21 can be rotated, a station staff can operate outside or inside the integrated intelligent client system, and the ticket card swiping area 23 is used for ticket processing.
Further, one of them section rail guard 3 can be replaced by toughened glass emergency exit 5, install emergency exit intelligent entrance guard zone of punching the card 6 additional at the toughened glass emergency exit, in the station service personnel got into integral type intelligence customer service center through punching the card, locker 7 and drawer 8 can be installed to the inboard of rail guard 3, drawer 8 can be used for placing two-dimensional code and people's face camera scanning rifle, it is convenient to provide work for the station service personnel, automatically controlled cabinet has been placed to the inboard of rail guard 3, a power for placing power module 111 and other equipment.
In summary, the present embodiment can achieve the following technical effects;
firstly, social benefits are as follows:
1) the system changes from a traditional customer service center mode of operating a semi-automatic ticket machine/box office ticket machine (BOM) by standing staff staying in a ticket kiosk into an integrated intelligent customer service center mode of taking passenger self-service operation as a main part and manually matching station staff with background seats as an auxiliary part. The intelligent customer service experience of the station is improved.
2) The processing efficiency of station ticket business processing and customer service consultation is improved. Through intelligent voice response, most conventional problems of passengers can be solved, and the manual communication cost of customer service consultation is reduced; through passenger self-service ticket business processing, the manual processing cost of the ticket business service is reduced. Therefore, the station staff ratio can be reduced and the station human resource allocation is optimized under the integrated customer service center.
3) Through the real-name registration of the passenger, the function of brushing the face and passing a brake/side door can be opened, and the personal information of the passenger can be pushed to a background so as to optimize the service. The processing of special passengers (such as soldiers, disabled persons, old people and repeated malicious ticket evasion personnel) can be judged through the system, and the reliability of passenger identity verification is improved.
4) The traditional customer service center can only display limited information such as ticket processing results through a passenger display screen, and a large amount of information needs to be orally expressed by a station attendant. The integrated customer service center can form standardized output for passenger service and response, and feedback information can be presented through multiple dimensions of characters, voice, videos, images and the like, so that passengers can understand more intuitively, and passenger experience is optimized.
5) The errors of money collection and change making caused by the contact of the station staff with cash, tickets and the like are reduced, and the ticket management work is optimized.
6) The linkage between different systems is strengthened, and the cross-platform service processing is more intelligent.
Second, economic benefits
1) The traditional mode is as follows:
a standard station needs to be provided with two customer service centers, each customer service center needs to be provided with at least one station attendant post, and the annual labor cost of one station is as follows: 2 ten thousand yuan/month 2 person 12 month 48 ten thousand yuan.
By the end of 2023 years, 410 stations in total are put into operation in the whole network, and the labor cost of the one-year customer service center of the whole network is as follows: 48 ten thousand yuan/station 224 station 19680 ten thousand yuan.
2) Integrated intelligent customer service center mode
An integrated intelligent customer service center is only needed to be configured at one station, a passenger self-service terminal (a passenger self-service ticket supplementing device only supporting a non-cash function) is further configured near each group of gates, a station attendant does not need to reside in the customer service center, and accidental manual intervention can be taken into consideration by the patrol station attendant.
The early construction investment for one station is as follows: 4 ten thousand yuan/station 4 station +16 ten thousand yuan/set 32 ten thousand yuan. By the end of 2023, 410 stations in total are put into operation in the whole network, and the early-stage construction investment is 32 ten thousand yuan/station × 410 station — 13120 ten thousand yuan.
Calculating the background construction customer service seat: comprises an incoming call seat and an outgoing call seat, wherein,
the index is 0.39 people/station based on the current traffic calculation of the net. By the end of 2023, if 410 stations in total are put into operation in the whole network, 160 people are required to call in seats.
The manual calling service of the call center mainly comprises customer care, customer return visit, satisfaction survey, service notification and the like. The outgoing seat is calculated by 5 persons.
The annual labor cost of the background customer service seat is as follows: 2 ten thousand yuan/one month 165 one 12 month 3960 ten thousand yuan.
Namely, after the integrated intelligent customer service center mode is used, although the equipment purchase cost needs to be 13120 ten thousand yuan before the integrated intelligent customer service center mode is used, and the labor cost of the background customer service seat is 3960 ten thousand yuan every year, the labor cost of the original customer service center can be saved by 19680 ten thousand yuan every year.
Even if an integrated intelligent customer service center is used, 19680-3960-15720 ten thousand yuan can be saved in the whole network every year.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the present invention in any way, so that any modification, equivalent change and modification made to the above embodiment according to the technical spirit of the present invention are within the scope of the technical solution of the present invention.
Claims (9)
1. An integral type intelligence customer service center which characterized in that includes: the intelligent customer service terminals are connected with the station service personnel operation terminals through protective guards to form a space capable of accommodating the operation of the station service personnel;
the station staff operation terminal is used for the station staff to perform ticket business processing;
the intelligent customer service terminal is used for providing self-service for passengers;
the intelligent customer service terminal comprises:
the passenger service awakening module is used for acquiring voice information and image information when a passenger approaches;
the main control module is connected with the passenger service awakening module and generates a starting working signal when the voice information and the image information are acquired;
and the intelligent processing module is connected with the main control module and used for starting the collection of the passenger problem information when the voice information or/and the image information are obtained, identifying the problem information and calling and playing the response information matched with the problem information.
2. The integrated smart customer service center of claim 1 wherein the passenger service wake-up module comprises:
the microphone is used for acquiring the voice information;
the voice awakening camera is connected with the microphone, is started when the voice information is acquired, and acquires the image information;
and the face recognition camera is used for acquiring the image information when a passenger approaches.
3. The integrated intelligent customer service center according to claim 1, further comprising an authorization service module connected to the intelligent customer service terminal for sending a manual processing signal to the intelligent customer service terminal, wherein the manual processing signal is sent by a passenger or the manual processing signal is sent when the intelligent processing module fails to match the response message corresponding to the voice message;
the main control module is also connected with a background net intelligent artificial customer service system, and the background net intelligent artificial customer service system and the intelligent customer service terminal carry out information interaction according to the artificial processing signal.
4. The integrated intelligent customer service center according to claim 1, further comprising a self-service ticketing service module connected with the master control module for providing self-service services to passengers;
the self-service ticket service module comprises:
the reader-writer is connected with the main control module and used for acquiring ticket information and sending the ticket information to the main control module, wherein the ticket information comprises: the reader-writer is also used for carrying out ticket business processing on the ticket;
the reader/writer includes:
the ticket recharging unit is used for recharging the ticket;
the ticket delay transaction unit is used for changing the valid period of the ticket according to the valid period;
the ticket refund processing unit is used for carrying out refund processing according to the ticket state;
and the ticket supplementing unit is used for supplementing the ticket according to the balance of the ticket and the ticket state.
5. The integrated intelligent customer service center according to claim 4, wherein the self-service ticket service module further comprises a printing unit connected with the main control module for electronically printing according to the ticket information and sending an electronic invoice to the main control module, and the main control module sends the invoice to a mobile phone APP, a WeChat applet or an electronic mailbox.
6. The integrated intelligent customer service center according to claim 4, further comprising a touch-enabled display screen connected to the main control module and displaying an operation interface for passengers to operate according to the opening operation signal, wherein the touch-enabled display screen is further used for displaying the ticket information.
7. The intelligent customer service center of claim 1 further comprising a real-name registration module comprising:
the photographing camera is used for acquiring the face image information of the passenger;
a finger vein unit for acquiring vein information of a passenger;
the main control module is connected with the photographing camera, the finger vein unit and a third party real-name authentication system, and is used for carrying out real-name verification according to the face image information and binding the face image information, the vein information and a passenger fee deduction account.
8. The integrated intelligent customer service center of claim 1, further comprising a maintenance display screen connected to the master control module for providing human-computer interaction for maintenance personnel to maintain the equipment in a maintenance mode.
9. The integrated intelligent customer service center of claim 1, further comprising: the cash processing module is connected with the main control module, identifies and receives cash under the control of the main control module, or returns the cash under the control of the main control module;
and the single-pass ticket recycling module is connected with the main control module and is used for returning or supplementing the single-pass tickets.
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| CN202011300889.7A CN112581701A (en) | 2020-11-19 | 2020-11-19 | Integrated intelligent customer service center |
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